MARY FAYIAH
Euless,TX
Summary
Flexible Resolution Agent, works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times. Responsible Customer Solutions Specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
Work History
Escalation Supervisor
AMERICAN AIRLINES
09.2021 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assist in booking reservations and purchasing Tickets.
- Make changes to reservations.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
Customer Service Representative Lead
Pick-n-pull Auto Parts & Recycling Center
03.2019 - 09.2021
- Built positive rapport and relationships for high levels of customer satisfaction.
- Onboarded and trained customer representatives to meet performance and service goals.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Created reporting systems to track customer service performance and improve insight.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Implemented customer service policies and procedures for consistent performance standards.
Education
Bachelor of Science - Nursing Practice
Tarrant County College District
Fort Worth, TX05.2027
Skills
- Database Maintenance
- Collections Management
- Complaint Investigation
- Record Preparation
- Bookkeeping
- Database Administration
- Appointment Scheduling
- Spreadsheet Tracking
Timeline
Escalation Supervisor
AMERICAN AIRLINES
09.2021 - Current
Customer Service Representative Lead
Pick-n-pull Auto Parts & Recycling Center
03.2019 - 09.2021
Bachelor of Science - Nursing Practice
Tarrant County College District